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GIS Support Engineer

Sharq, Kuwait


Responsibilities

Provide high quality technical support to end users using different Esri Products and Company In-house developed applications,

Identify, understand and articulate solutions for customer issues by means of in-house developed applications and ArcGIS knowledge including ArcGIS for (Desktop, Server, extensions, Online, Geodatabase, installation, configuration, performance on supported platforms and environments) and other related ArcGIS technologies,

Act as a first line support for phone calls, site visits and preventive maintenance visits

Solve problems through root cause analysis and by applying appropriate problem-solving methods and tools,

Understand customers’ enquiry and communicate it to Esri Support Team if required for license, authorization and maintenance issues or new requests,

Escalate more complex customer technical issues to senior level support colleagues and provide the required analysis for smooth understanding internally in Support Team and for logging the incidents in the best possible way,

Initiate appropriate escalation and follow up on open incidents,

Work in other technical areas of software support as per client and business needs,

Document problems, workarounds and enhancements and imparts this knowledge to other support staff and clients,

As a subject matter expert, document technical issues and issues at the client side via incident tracking which involves troubleshooting and authoring

Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture.

Utilize excellent time management and team skills to ensure that the deadlines are met



Requirements

Bachelors in GIS/Computer Science/Information Technology/Systems/Management Information Systems/Network Administration/Technology Support/Support/Another relevant field.

Demonstrated Technological experience with RDBMS including Oracle, SQL Server, and PostgreSQL

Experience with Esri ArcGIS Software (Desktop and Extensions, ArcGIS Server, and Geodatabases),

Experience with system administration and troubleshooting multiple operation systems